Here's how you can gain leadership experience in the customer experience field.

In my opinion, one can gain experience in leadership by becoming autonomous and contributing to the team's overall development, performance... Trust is an important aspect and trait of leadership so by demonstrating ownership of processes/procedure one can add value through these therefore, generate trust in one's ability... Leadership is not given by a title/role, it's endorsed through trust and respect...

In my experience, The essence of customer service nowadays is understanding Net Promotor Score. This is a widely acceptable as well as proven methodology.

To become a leader in customer experience, it's crucial to have emotional intelligence and have the ability to channel your emotions when communicating with others.

Demonstrate the traits and qualities you want to see in your team members. Lead with integrity, empathy, and a customer-centric mindset, and your team will be more likely to follow suit.

To gain leadership experience in the customer experience (CX) field, it's essential to build a strong skill set. Develop strong written and verbal communication skills to effectively convey your ideas, strategies, and vision for improving customer experience. Understand and empathize with the needs and concerns of your customers. Empathy is crucial for designing solutions that meet customer needs and create positive experiences. Analyze customer data and feedback to identify trends, patterns, and areas for improvement in the customer experience. Use data-driven insights to make informed decisions and measure the impact of your initiatives.

I would add there are no shortcuts. You have to: 👉Take the initiative which includes stepping up to lead tough projects nobody else wants to touch. 👉Go get the certifications, education, and training. 👉Develop relationships. 👉Reflect on what you've achieved and own it! Do the work and you will win. 🏆

Para ganhar liderança em Experiência do Cliente e ser reconhecido(a): 1. Mostre resultados com o seu trabalho, principalmente, para a alta gestão e patrocinadores de CX na empresa. 2. Crie um grupo de embaixadores do CX que irão ajudar você a levar o seu plano de ação para outras áreas e profissionais na empresa, incluindo o campo. Essa ação irá ajudar também no aculturamento. 3. Trabalhe com dados. Executivo gosta de números e fatos. Monte o Storytelling da Inteligência de Clientes. Aqui usamos a metodologia Revie (Rede de Valor para Inteligência Empresarial) com processos e indicadores. O resultado vem!

Providing Great Service. Find solutions to difficult situations. Provide Customer First Focus! Try new ways to make a difference. Then share your best practices with others in your organization. You may become the recognized Best in Class and you have gained Leadership skills in the process.

Volunteer for Leadership Roles - Within your organisation, look for opportunities to takron leadership roles related to customer experience initiatives. This could involve leading cross-functional teams, spearheading customer feedback programs, or organizing CX improvement projects.

Test yourself on leading initiative scale, start with creating a plan. What is the benefit of this initiative, how would you measure it, what's the timeline, who are the stakeholders...etc. Then go to your manager and ask them for a meeting to present the plan. Remember it doesn't have to be perfect, nothing is perfect from the start but it is important to enhance along the way.

One of the ways to grow in customer experience leadership is through mentorship. No one can do it alone, seek and look for industry veterans who has seen it all and learn from them. A good mentor who has a track record of success can provide guidance, share insights from their own leadership journey and give you ideas and feedback from your strategies. This mentor relationship can fast track and help you navigate the strong waves of your cx team. Choose the right mentor!

Seeking a mentor does not always necessitate finding someone specifically experienced in customer experience, as mentorship should involve gathering and modifying insights from each mentor, who may come from a multidisciplinary background. The ultimate goal is to perfect our mission of enhancing leadership quality in the field of CX.

Seeking mentorship in customer experience can be incredibly beneficial for personal and professional growth. Here's why: 1. **Guidance and Advice:** A mentor with experience in customer experience can provide valuable guidance and advice based on their own experiences and insights. They can offer practical tips, strategies, and best practices for delivering exceptional customer service. When seeking mentorship in customer experience, look for someone who has experience and expertise in the field, shares your values and goals, and is willing to invest time and effort in your development. Building a strong mentorship relationship can have a significant impact on your career in customer experience.

There is a popular saying that “To be a good leader, you must first be a follower”- a mentee in this case. Mentors are individuals who started like you from the bottom. Now they are at the top - with valuable knowledge. When you seek their advice, they’d help you with insightful information on how they became leaders in Customer Experience and that will help you to get to the top.

In my opinion, seeking mentorship is a valuable strategy for gaining leadership experience in the customer experience field. By finding mentors who have demonstrated success in this area, individuals can learn from their experiences, gain insights into effective strategies, and receive guidance on navigating challenges. Mentorship provides opportunities for personalized feedback, skill development, and networking, which are essential for aspiring leaders in the customer experience domain. Additionally, fostering meaningful relationships with mentors can lead to valuable career growth and opportunities for advancement.

Customer experience is a teams sports. It’s not owned by the customer service department only. What create a good customer experience is a “whole of organization” approach to be customer centric. That is beyond the delivery of service but also your systems, processes and even culture. As such, to establish oneself in leadership in CX, one need to be able to engage across cross functional teams that makes business sense. In other words, not just being customer centric for sake of it, but able to articulate and argue why it makes commercial sense to invest in creating a good CX.

When customers start their journey with your business, they meet different touch points, such as advertisements, your social media, your website, sales team, support team, etc. You must optimize each touch point to make your customers' experience good. Cross-functional collaborations are necessary for understanding the pain points of the customers in each phase of their journey and by collaborating with different teams you can reduce these pain points and enhance your customer experience.

To gain leadership experience in the customer experience field through team engagement, prioritize fostering a collaborative and inclusive environment. Encourage open communication, value diverse perspectives, and empower team members to take ownership of their work. Lead by example, demonstrate empathy, and provide constructive feedback to support professional growth. Additionally, establish clear goals and provide the necessary resources and support to help teams succeed.

One thing I've found helpful is actively engaging with teams across different functions to enhance leadership in customer experience. This collaboration provides a broader perspective on the customer journey and helps improve customer satisfaction. One thing I disagree with is the belief that focusing solely on one's department is sufficient for effective customer experience leadership. While expertise in one's area is crucial, understanding how different functions impact the customer journey is equally important. An example of this is a leader who not only excels in their own department but also actively participates in cross-functional projects, gaining insights that contribute to enhancing the overall customer experience.

- Foster cross-functional collaboration: Actively engage with teams from different functions within your organization to gain insights into various touchpoints in the customer journey. By collaborating on cross-departmental projects and participating in team meetings, you'll develop a broader understanding of how different functions contribute to customer satisfaction. - Break down silos: Work to break down silos between departments and encourage open communication and collaboration. Create opportunities for teams to share knowledge, insights, and best practices related to customer experience. By fostering a culture of collaboration, you'll strengthen relationships across teams and drive alignment towards common customer-centric goals.

Being solution orientated and effectively solving issues would definitely make one stand out. That’s one key reason why we are hired - to solve problems. I think this skillset is especially important in customer experience as CX issues are usually multifaceted and could sometimes be a dance between offering a good experience but with a financial cost. As such a good CX leader would need to articulate well, not just how effective the solution is, but how it makes sense for the business P&L too.

- Problem-solving mindset: Cultivate a problem-solving mindset and approach challenges with a focus on finding effective solutions that benefit both the customer and the organization. By demonstrating your ability to address issues proactively and creatively, you'll showcase your leadership skills and contribute to the overall success of customer experience initiatives. - Collaborative problem-solving: Encourage collaborative problem-solving by involving cross-functional teams in the process of identifying and resolving customer-related challenges. Leverage the diverse expertise and perspectives within your organization to generate innovative solutions that address complex issues and improve the overall customer experience.

To gain leadership experience in the customer experience field, it's crucial to offer proactive solutions that address both current challenges and future opportunities. By taking a strategic approach to problem-solving, you can demonstrate your ability to drive positive change and deliver exceptional customer experiences. This might involve implementing innovative technologies, optimizing processes, and fostering a culture of customer-centricity within the organization. By consistently delivering results and inspiring others to do the same, you can establish yourself as a trusted leader in the field of customer experience.

The helpful part is maintaining a solution-oriented mindset in leadership within customer experience. This approach involves focusing on finding effective solutions that benefit both customers and the company. I disagree with is the belief that leadership in customer experience is solely about addressing challenges as they arise. While important, true leadership in this field also involves proactively seeking out opportunities to enhance the customer experience and drive positive change within the organization. A leader who not only resolves customer issues efficiently but also identifies trends and proposes proactive solutions to prevent similar issues in the future, demonstrating their commitment to continuous improvement.

In my experience, what works in CX before doesn’t always works now. This is, among other things, changing demands of customers due to rapidly evolving technologies. Eg: Customers used to be more patient to wait on the phone for an agent to pick up the call and then explain his/her issue for the 3rd time. With Omni-channel customer service (phone, email, social media, messaging etc), customers expect Brands to have a holistic and real time information about their service experiences. So being reflective and taking time to analyse your customer interactions, keen eye and ears on customer feedback, and outcomes of your initiatives, is critical for customer experience leadership.

One of the usefull tip is to see and talk with diffrente type of people in order to understando how people feel, think and understand its context/preference. The curiosity is base to understant the diverse experiences and perference. All above will help with the constant reflection time!.

In my opinion, gaining leadership experience in the customer experience field through reflection is crucial. Regularly reflecting on past interactions, successes, and challenges allows for continuous learning and growth. By analyzing customer feedback, team dynamics, and personal performance, one can identify areas for improvement and develop effective leadership strategies. This self-awareness fosters adaptability and empathy, essential qualities for leading teams and delivering exceptional customer experiences.

- Self-reflection sessions: Schedule regular self-reflection sessions to evaluate your interactions with customers and team members, as well as the outcomes of your initiatives. Use this time to assess your strengths, weaknesses, and areas for improvement in your leadership approach. - Feedback solicitation: Actively seek feedback from customers, colleagues, and supervisors to gain different perspectives on your leadership style and its impact on the customer experience. Incorporate this feedback into your self-reflection process to identify areas where you can refine your leadership skills.

Frontline ownership!!! You can gain leadership experience in customer experience by embracing and practicing frontline ownership. Simply put, practicing frontline ownership in customer experience will provide you with the opportunity to think and act on the spot to create win-win outcomes, which is the essence of leadership. This involves creating and developing solutions right on your desk that will solve the challenges you or the customer encounter daily. If you are able to creatively make decisions on your own that will impact greatly on the success of your organization, then you are already a leader.

Gain hands-on experience and seek out opportunities to work directly with customers and engage in CX related projects. This could involve roles in customer service, sales, marketing, or product development where you have the chance to interact with customers and contribute to improving their experience.

Customer experience cultivates a vital leadership skill: accountability. Leaders lacking it, create a frustrating environment. Taking full ownership of customer issues translates to effective leadership. By demonstrating accountability, leaders inspire trust and psychological safety, fostering a more engaged and productive team. In customer service, ownership builds trust - the customer feels their case is in good hands. This translates perfectly: an accountable leader inspires similar trust, ensuring their team faithfully follows instructions to achieve solutions.

The truth is “Everyman is empty until trained” and “you can’t give what you don’t have” gained leadership experience in customer experience comes with the ability to make quick and precise decisions, grit and being a strong team player. You have to provide solutions that are lasting and can stand the test of them. You have to be able to think on your feet, delegate where necessary and push till you get results.

There are several ways to gain leadership experience in customer experience (CX) even without a formal leadership title. Here are a few more ideas: 1. Seek out opportunities to improve customer experience. Always be on the lookout for ways to streamline processes, improve communication, or gather customer feedback. 2. Become an expert in customer experience best practices. There are many resources available online, industry conferences and in libraries to help you learn more about CX. 3. Get involved in professional organisations. 4. Share your knowledge and expertise. If you have a blog or social media presence, you can use it to share your insights on customer experience. You can also volunteer to speak at industry events.